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Customer Experience Associate

3 months ago

Burnaby, British Columbia, Canada TD Full time

Description

Key Accountabilities

  • Create an outstanding customer experience with each customer interaction and contribute to enhancing the overall branch customer experience through service and advice
  • Conduct a wide range of financial transactions accurately and efficiently, such as deposits, withdrawals, bill payments, and other necessary transactions
  • Assist in addressing and resolving customer concerns, escalating when needed
  • Identify customer needs, provide solutions to problems, and offer a limited range of products and services

Shareholder

  • Support the accomplishment of business objectives by backing advice goals
  • Promote products, advice, services, and banking capabilities
  • Understand and adhere to operating policies and procedures
  • Contribute to business objectives for Operational Excellence
  • Assist in the timely and accurate completion of business processes and procedures
  • Escalate non-standard or high-risk transactions/activities when necessary
  • Support and engage in process improvement opportunities
  • Ensure necessary due diligence to uphold the accuracy of all customer transactions/activities
  • Adhere to the Bank Code of Conduct

Employee/Team

  • Actively participate as a team member, promote team effectiveness and contribute to a positive work atmosphere
  • Develop knowledge continuously in own area to support the team
  • Engage in personal performance management and development activities, including cross-training within the team
  • Keep team members informed with relevant information related to day-to-day activities
  • Promote a fair, positive, and diverse workforce environment
  • Be a brand champion for your business area/function and the bank, both internally and externally

Breadth & Depth

  • Utilize established customer service skills to perform various routine activities and multi-step customer transactions, generally with limited financial impact
  • Possess broad knowledge of the basic product suite of the supported business
  • Evaluate and recommend customer solutions from established options
  • Understand the connection of assigned duties with others in the customer or advice team and team integration with other units
  • Identify and assess customer problems in straightforward situations, escalate non-standard issues internally, addressing routine requests with minimal discretion
  • Influence team outcomes through the quality of services or information provided to customers
  • Follow standardized advice and customer service procedures, suggest improvements in processes, and use communication skills effectively
  • Require working knowledge and skills honed through formal training or work experience
  • Usually report to a Manager Customer Experience or Branch Manager

Experience & Education

  • High School diploma and/or
  • 1+ years of relevant experience
  • Post-Secondary or Undergraduate degree in a related field preferred

This posting is to pipeline for future opportunities within Burnaby. Proficiency in Mandarin and/or Cantonese is an advantage.

Who We Are:

TD is a top global financial institution, the fifth largest bank in North America by branches/stores. Every day, we provide exceptional customer experiences to over 27 million households and businesses in Canada, the United States, and globally. With over 95,000 TD colleagues contributing their skills, talent, and creativity, we are guided by our vision as the Better Bank to enrich the lives of our customers, communities, and colleagues. We are deeply dedicated to leading in customer experience and view all colleagues as customer-facing, irrespective of their roles. As we grow our business and execute our strategy, we innovate to enhance customer experience and build capabilities for the future of banking. Whether you are seasoned in banking or beginning a career in financial services, we support you in realizing your potential through leadership discussions, mentorship, and training programs.

Our Total Rewards Package
Our Total Rewards package reflects our commitment to our colleagues' financial, physical, and mental well-being. It includes a base salary, variable compensation, and other plans such as health benefits, retirement programs, paid time off, and career development.

Additional Information:
We're excited about your interest in growing a career with TD. Through ongoing development conversations, training programs, and a comprehensive benefits plan, we are dedicated to providing our colleagues with the support they need to thrive professionally and personally.

Colleague Development
If you aim for a specific career path or want to enhance specific skills, we are here to help you succeed. You will have regular conversations regarding your career, development, and performance with your manager, access to an online learning platform, and various mentoring programs to unlock future opportunities.

Training & Onboarding
We offer training and onboarding sessions to ensure your success in your new role.

Interview Process
We will contact candidates of interest to schedule an interview and communicate outcomes to all applicants via email or phone.

Accommodation
Your accessibility matters to us. Inform us if you require accommodations to participate in the interview process.

Language Requirement:
N/A.